I picked up my iPhone and saw a text from a five-digit number. My heart gazelled – I just knew it was the airline telling me my flight was delayed, or worse, canceled. But it […]
Customized Engaging Online Customer Service Training
Category: Small Business
The 2 Most Important Things Small Businesses Need to Focus On with the Customer Experience
Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor. We made the switch for one reason: To cut costs.
Seventy-two hours into the new vendor’s relationship, I knew we had a problem. Clients were all the time saying, “You’re breaking up,” or “I didn’t catch that.” The LTE service was laughable.
The new carrier was cheaper, yes. And the salespeople we worked with were delightful. However, the service was unacceptable. I had to breach the contract, paying out the big bucks to switch back to AT&T.
My brief stint with a low-cost competitor reminded me of two profound lessons small businesses must never forget.
1. Friendly Employees Aren’t Enough
Never Be Boring: 5 Ways to Never Be Boring as a Keynote Speaker
Never Be Boring, a photo by Myra Golden on Flickr My clients pay me to deliver a message and they expect me to deliver that message in an engaging, energetic and entertaining way. I put […]
Put all of your eggs in one basket and watch that basket!
Photo credit: Myra Golden Concentrate your energies, your thoughts and your capital. The wise man puts all his eggs in one basket and watches the basket. Andrew Carnegie If there’s one thing that I’ve mastered […]
You win some. You lose some.
I recently got booked for a keynote by a small company. The Meeting Planner loved me. She presented my credentials to the booking committee and they loved me. I had the green light and […]
Zappos Clever Marketing at Airports
I have traveled throughout North America speaking at conferences and conventions about the Zappos Customer Experience. From the perspective of both a consumer and a consultant, I am a fan of Zappos. I’ve spent 3 […]
How I Use My Website for Customer Support
I started my business in 2001, just as websites began to take the place of expensive brochures and other paper mailings. On a mission to save money, market wisely and stay “green,” I never invested […]
